Abdelghani Er-Rafii

Customer Service and Ticketing Supervisor with over 5 years of experience in Qatar's entertainment and leisure industry. Experienced in leading front-line teams, managing high-volume ticketing operations, and delivering exceptional guest experiences in fast-paced environments. Skilled in POS systems, staff training, operations coordination, and conflict resolution, with a strong focus on efficiency, team performance, and customer satisfaction.

Assistant Ticketing and Entertainment Operations Manager - Lusail Winter Wonderland - QATAR

(2022-12)

• Collaborated with management during pre-opening phases on operational planning, staffing, facility readiness, and event preparation.
• Coordinated with contractors and facility management teams to ensure maintenance completion, operational readiness, and smooth site setup before opening.
• Supervised the setup and allocation of chalets, kiosks, and guest service locations to maximize operational efficiency.
• Oversaw operational support activities, ensuring safety compliance and smooth daily operations.
• Managed vendor operations, including Food & Beverage and Retail outlets, ensuring service quality and compliance with park standards.
• Prepared and monitored operational reports covering vendors, attractions, rides, ticketing, arcades, and skilled games performance.
• Supervised daily ticketing operations, ensuring efficient guest entry, accurate transactions, and strong system performance.
• Led admissions and front-line teams to deliver excellent customer service and effective ticketing communication.
• Coordinated staffing, event operations, and daily logistics with management to support seamless park operations.
• Handled ticket sales, guest inquiries, complaint resolution, refunds, and customer support to enhance guest satisfaction.
• Trained staff on POS systems, ticketing procedures, customer service standards, and complaint handling.
• Improved ticketing efficiency through advanced systems and streamlined operational workflows.
• Worked closely with cross-functional departments to maintain a safe, organized, and guest-friendly environment.
• Enhanced guest engagement and sales through professional service, strong communication, and effective team coordination.
• Maintained organized and welcoming customer service and retail areas to improve the overall guest experience.

Customer Service Representative - Snow Dunes (DFC) - QATAR

(2021-09 - 2022-12)

• Provided exceptional customer service by welcoming guests and delivering accurate information to enhance their experience.
• Informed guests about park offerings, ticket options, and terms to support confident decision-making.
• Resolved customer concerns promptly through effective communication and follow-up.
• Assessed customer needs to ensure satisfaction and create a positive, memorable experience.

High School Diploma - Bir Anzaran High School (2017) Sefrou, Morocco

English Studies - Sidi Mohamed Ben Abdellah University (2017-09 - 2018-09) Fez, Morocco